Director of Executive Customer Engagement

Responsibilities

• Proactively plan and manage Financial Services (FSI) CVP engagement with customers and partners, aligning with organizational strategy, goals, and objectives.
• Use leadership direction and industry trends to advocate for and influence sponsorship, creating and executing plans to shift priorities to new initiatives within industry space.
• Define and communicate the vision and strategy for change, ensuring organizational buy-in and adoption.
• Develop necessary materials to support key stakeholders and onboard others.
• Partner with Human Resources (HR) to drive training, reskilling, and role mapping.
• Provides subject matter expertise to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), to monitor programs and ensure all activities align with business and program objectives.
• Run and effectively triage process for all customer engagement requests from the field.
• Cover all customer escalations directed towards the CVP including conducting due diligence across field teams, organizing resources to resolve, preparing and summarizing info to the leader, engaging the right owners or Subject Matter Experts (SMEs) who should take execution ownership of resolving the issues.
• Plan and support customer and partner visits to the Microsoft Executive Briefing Center (EBC) where the CVP is engaged.
• Ensure the engagements are appropriately leveled and supported with content and insights that address the team’s and the customer’s most critical and strategic priorities.
• Ensure all executive engagements/field visits at CVP level and above are run smoothly with the right customers / partners engaged and productive meeting outcomes achieved.
• Maximize CVP customer, partner, and field engagements during domestic and international travel, including aligning with local teams and stakeholders to prepare for site visits, working directly with associated Executive Offices from planning to execution, and driving follow up actions and communications.
• Coach account teams on exec engagement strategy, including overseeing all requests from Americas accounts for the upper-level Leadership Team.
• Actively participate in the Americas Customer Engagement and Communication Community, leveraging best practices and actively contributing to process improvements.

Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience.
• 6+ years of experience in enterprise software sales, business planning, operations management, strategy, project management or related.
• 5+ years of experience in executive communications or engagement orchestration, including employee communication, marketing, public relations and/or journalism.
• 5+ years of project management experience with a track record of success in high-performing teams.
• Business maturity and experience working with executives/leadership.
• Demonstrated track record of successful program leadership in complex environments.
• Understanding of AI trends and impact in Financial Services industry, and proven ability to leverage those technologies to maximize efficiency and productivity.